Service Desk Manager

Verus Recruitment; England; On-site; GBP 28,000 - 34,000; Full time

Job summary

A growing Managed Service Provider in Sheffield is seeking a Service Desk Manager to oversee team performance and enhance customer service. In this role, you will manage day-to-day operations, support recruitment, and ensure high-quality service standards. The ideal candidate will have experience leading support teams, be organized under pressure, and possess strong communication skills. The position offers a competitive salary between £28,000 and £34,000, alongside benefits like 21 days of holiday and training opportunities.

Benefits

21 days holiday plus bank holidays, increasing with service

Birthday off

Health plan after one year

Dedicated development time each week

Various training opportunities

Modern offices with free parking

Regular team meetings and events

Qualifications

• Experience managing or leading a support team, ideally within an MSP.
• Confident working with SLAs, KPIs and service reporting.
• Able to manage performance fairly and consistently.
• Good working knowledge of ticketing systems and PSA tools.
• Organized and steady under pressure.
• Strong communication skills and a professional approach.

Responsibilities

• Manage the day-to-day running of the service desk.
• Coordinating workload, ticket queues and priorities.
• Hold regular one-to-one and performance reviews.
• Address underperformance professionally.
• Support recruitment and help new starters settle in.
• Monitor SLAs, KPIs and customer satisfaction.

Skills

Leadership

Communication

Performance Management

Organizational Skills

Customer Service Focus

Tools

Ticketing Systems

PSA Tools

Job description

Service Desk Manager – Sheffield – £28,000 to £34,000, full‑time, 9am–5:30pm, permanent.

If you're someone who enjoys bringing structure to a busy team, supporting people day to day and making sure customers receive a consistent level of service, this could be a great next step.

We're working with a growing MSP in Sheffield who are looking for a Service Desk Manager to take responsibility for the performance and development of their support team. You won't be hands‑on technically in this role. Instead, you'll be focused on people leadership, queue management, coaching, communication and keeping the service function running smoothly.

If you like helping others succeed, improving processes and taking ownership of how a service desk operates, you'll feel at home here.

What you'll be doing:

• Managing the day to day running of the service desk.
• Coordinating workload, ticket queues and priorities.
• Holding regular one to one and performance reviews.
• Addressing underperformance professionally and consistently.
• Supporting recruitment and helping new starters settle in.
• Coaching engineers on communication, ownership and service standards.

Driving performance:

• Monitoring SLAs, KPIs and customer satisfaction.
• Identifying trends and working with the team to reduce repeat issues.
• Reviewing processes and recommending improvements.
• Making sure documentation and reporting are always up to date.
• Keeping work organised during busy periods and major incidents.

Supporting the customer experience:

• Acting as the escalation point for issues that need management involvement.
• Communicating clearly and calmly during sensitive or time critical situations.
• Ensuring customers receive a consistent, quality service.
• Working closely with senior leadership to maintain high service standards.

What we're looking for:

• Experience managing or leading a support team, ideally within an MSP.
• Confident working with SLAs, KPIs and service reporting.
• Able to manage performance fairly and consistently.
• A good working knowledge of ticketing systems and PSA tools.
• Someone organised, steady under pressure and comfortable making decisions.
• A people‑focused leader who enjoys helping others develop and succeed.
• Strong communication skills and a professional approach.

You do not need to be a deep technical expert, but you must understand how a service desk works and how to keep a team operating effectively.

What's in it for you:

• Salary between £28,000 and £34,000 depending on experience.
• 21 days holiday plus bank holidays, increasing with length of service up to 34 days.
• Your birthday off.
• Health plan after one year.
• Dedicated development time each week.
• Paid internal and external training opportunities.
• Modern offices with free parking.
• Regular team meetings, social events and team building days.
• Supportive culture where your ideas will help shape how the service operates.

How to apply

If this sounds like the right move for you, we'd love to hear from you.

Apply with your CV and we will be in touch. We contact all applicants, and if you are shortlisted, we will speak with you before presenting your details to the client.

Verus Recruitment Partners are acting as a Recruitment Agency in relation to this vacancy. We are an Equal Opportunities Employer.